Helping users find content

Publish

This section explains some of the features you can use to help users find the portal content that they need, whether they start off browsing/searching the portal, or come to the portal from a search engine.

Editing the URL slug for portal content

An item’s URL Slug is the text that appears at the end of the web address for the item on the web portal.

You can see the URL Slug for an item in its Properties tab. By default, this is based on the title of the item.

For example, if you had an article with the title “Diagnosing Shim Failure”:

  • its URL slug will be diagnosing-shim-failure
  • its address on the portal will be something likehttps://acmeinc.deskpro.com/articles/12-diagnosing-shim-failure

Putting more descriptive text in the web address can help users find your help content through web search engines.

Click Edit Slug to change the URL text to something more descriptive.

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Click Okay to save your change.

Note

Any links to the old address will be redirected to the new address, so don’t worry that editing the slug will break any links, or stop users’ bookmarks working.

Linking articles to products

On the Properties tab of an article, you can select related products. This improves navigation on the web portal.

Setting Related Content

You can use the Related Content tab of an item to cross-reference it to other portal content.

  1. Find related items in the list pane, then click the Related Content tab. image13
  2. image14 icons appear next to the list items.
  3. Click the image15 to link the two items.

Each of the linked items is shown under “Related Articles” when viewed from the other item’s portal page.

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Setting search words

You can use this feature to ensure that an important piece of content (article, news post, feedback or download) is always included in the top results when a user searches with a certain keyword or phrase.

For example, you may have many articles that mention “maintenance”, but only one which is a comprehensive maintenance guide and should always be ranked highly for a search on “maintenance”.

Open the item in the Publish app and go to the Search tab.

In the Search Words field, enter a search term (which can be a single word or a phrase), then press Enter.

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When a user searches for any of the terms you enter using the portal search function, the item will always be listed in their top results.

Labeling Publish content

Labels you add to Publish items are used for matching in agent searches.

In addition, the labels you add to some types of content are displayed to users on the web portal.

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If a user clicks on a label, they can browse similarly labelled items, and choose to filter them by type.

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Labels are also used to return search results from the portal. If an item doesn’t mention a relevant term in its main body, you can add that term as a label and the article will be returned in the search results. Unlike search terms, labels are not weighted any more heavily in search rankings than the normal article text.

Published: 23/03/2017

Last updated: 23/03/2017